Senior Service Desk Analyst

Mobile Mini   •  

Phoenix, AZ

Industry: Transportation

  •  

8 - 10 years

Posted 35 days ago

This job is no longer available.

Come grow with us! After being awarded one of Arizona's Most Admired Companies in 2018, we're motivated to keep up this reputation and that involves growing our business with new top talent. It's our people that make it happen! If you're looking to add value to a growing IT team, you may be interested in our Senior Service Desk Analyst role. Read on!

What You'll Do as a Senior Service Desk Analyst/Lead:

  • Assist the Service Desk Manager in project management, desktop/mobility support and troubleshooting
  • Assist the Service Desk Manager in quality assurance to the Service Desk by reviewing past actions in the tickets by team
  • Participate on a cross-functional team designing, building and testing solutions to support the desktop Windows and Mac environments
  • Work within the defined Incident, Service Request, Asset and Change Management processes
  • Assist the Service Desk Manager in developing, managing and maintaining actionable metrics for the service desk team
  • Ensure SLA and customer satisfaction targets are met; report statistics to management
  • Work within ITIL methodologies to support our Service Management framework
  • Document, track and monitor user issues to ensure proper resolution and tracking
  • Provide escalated technical systems support
  • Act as technical resource and provide direction, training and guidance to junior staff
  • Ensure problem RCA (root cause analysis) is performed in accordance to Problem Management standards
  • Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature
  • Participate in hardware and software SOX auditing process and procedures
  • Handle escalated technical support for cell phones, workstations and desktop client-side issues
  • Update tickets with accurate and timely records of work performed, and resolution detail
  • Regular attendance is required to fulfill the essential functions of the job
  • Other duties as assigned.

What You'll Need to be a Successful Senior Service Desk Analyst/Lead:

  • 7+ years of experience in a mid-sized organization, performing customer-facing/end-user technical support
  • Associate's Degree required (or higher)
  • Active Directory, TCP/IP, DHCP, and DNS administration
  • Experience with Windows Server and O365
  • Excellent organization, communication and written skills
  • Demonstrated ability to apply critical thinking to solve problems
  • A+ and/or Net+